Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was forced to live in uninhabitable conditions due to nonfunctional plumbing in the kitchen. Management would not respond to requests from me as the tenant. Additionally, the manager submetered the utilities for the property without a breakdown of usage from the utility company. Any requests were deferred or ignored. I payed nearly $300 in utilities monthly, and my unit did not have washer/ dryer, heating or air, or any fans. I believe the property owners/ management were profiting off residents utilities. Requesting an audit of my utility bills while a resident, and for reimbursement for the inconvenience of living with broken plumbing.

  

  Business Response

  Date: 01/02/2025

  Tell us why here...
  This tenant resided at the property from *********, 3 years.  During this time she submitted plumbing work orders to repair her garbage disposal and dishwasher.  All repairs were made within ***** hours.  Her apartment was not uninhabitable at any time. We have photos that documents this. 
  
  Each month the tenant received itemized utility bills and at the time of move-in she signed a Utility Addendum that gave details on how utilities were billed.  We also provided the tenant with the property utility provider invoices.  The property does not profit at all from billing back tenants for utilities. 

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I never received a door fob to enter my apartment building, Ive lived here for 4 months and I cant enter my home unless someone lets me, I was the victim of a violent crime because I couldnt get inside of my apartment building. I do not have a working toilet inside my apartment. There is black mold growing in the kitchen and it was warped the floor and cabinets. I have filed numerous complaints and work requests and they have all been ignored. They have denied me a key to my home where I pay rent.

  

  Business Response

  Date: 09/05/2024

  We have received your complaint several times, and have reached out several times, to make things right. We have verified that the access code was not changed and remains the same. Should you need that again, we are happy to provide that to you. We have attempted to deliver a replacement fob to no avail. To receive a replacement fob, please reach out to our office and we will schedule a time to deliver it to you. We are hopeful that we can resolve this matter and look forward to serving you now and going forward. 
  

  Customer Answer

  Date: 09/06/2024

   I am rejecting this response because: they are lying. They have never contacted me to provide a fob. They are liars and I have proof. 
  
  
  

  Customer Answer

  Date: 09/26/2024

  Hi *******,

  Thanks for reaching out. The business provided the front door fobfinally. 

  Thank you for your help.

  Best regards,

  **** Rocker
  

  Sent from my iPhone

  
  

• Initial Complaint

  Date:05/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My maintenance issues haven't been resolved except the electrical outlets which took 2.5 months and the weather stripping under the front door which took even longer. The air conditioner filters looked like they had never been cleaned and have mold growing in them. I have sent an air sample to the lab just waiting for the report back. There is also mold on the bathroom ceiling that has clearly been covered up and now growing around the inside of my front window even though all windows were cleaned by me after moving in. I have lead paint throughout the apartment and have swab test to prove. The management company stated In The lease no knowledge of lead yet knew the building was built in 1941 and should have disclosured the cover up of lead paint. The mold and lead are making me physically sick. Swollen legs and ankles, trouble breathing, water eye's, headache, etc. will be going to the ** for testing tonight. There is no ventilation in the bathroom the window is a fixed window and there's no ventilation fan. Code enforcement advised management company to seal the windows so air doesn't seep in and out and maintenance put 1 piece on 1 window which fell off in a week the only window in the whole apartment that does open doesn't even lock. No insulation throughout the unit and have been asking for pest control to come spray for the cockroachesI have since I moved in 11/27/24. She finally set an appointment up for 5/15/24 and no one showed up. This is just a partial list of the uninhabitable conditions I am forced to live in. I sent notice of rental abatement to property manager and was served with an unlawful detainer afterwards. I thought I had.the legal right to not pay rent if unit is uninhabitable. I have over ***************************** and documented. Things have not been resolved here. I want my money back so I can move to an apartment that isn't making my physically sick and emotionally stressed out.

  

  Business Response

  Date: 05/20/2024

  Management is working with the tenant. 

• Initial Complaint

  Date:02/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved out of a studio apartment on Feb 1st. The place was already not great at move in. I was expecting something out of my $1395 deposit but instead received a bill for $833. The manager refused to walk the unit with me at move out and now put all these charges on a bill. We should have both walked th unit at move out. The place was not abused as I am a pretty clean person. This place has a horrible reputation for abusing tenants and their deposits. Mind you I lived there 3 years and never missed or was late with rent. I have very good credit. I am an electrician with the ********* Unified School District. I am a respectable person that deserves to not be robbed by unscrupulous people with a history of treating tenants horribly. They need to know you can't treat people this way. I have zero experience doing any of this but I really hope you guys can help me. I respectably appreciate any support. Thank you.

  

  Business Response

  Date: 03/05/2024

  We do not respond to comments like the attached email from ****************.

• Initial Complaint

  Date:02/08/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Moved in the end of Nov 2023.. was rush through a 74 page lease in 30 mins nothing explained. I have a major short in my electricity the walls somewhere. The maintenance guy has been out here twice and nothing has been fixed. On top of that has the fire department out here twice for gas leaks outside my apartment. We are all lucky this place hasn't blown up. Some other minor issues. Gaps under the door had no heat for 2 weeks hot water was off for 3 days. ***** from wonderdog management isn't doing anything about this. Waiting for a ************* inspector will be out. Would really just want my security deposit and 3 months rent back so I can get out of this complex. There's roaches and a huge gap under my front door and broken windows in my apartment. My electric bill is outrageous because of the lack of insulation and air flow coming in from outside.

  

  Business Response

  Date: 02/09/2024

  This tenant matter is being handled. 

• Initial Complaint

  Date:01/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi,I have attempted to reach wonderdog management around 7-8 times after move out to resolve the debt on my apartment.I have been unable to reach anyone in the building for over 6 months and have only receive one contact 6 months ago from a very nice lady. Otherwise, radio silence The debt and their review of me as a tenant has blocked me from getting new housing. I do believe they are retailiating against me, when I have told them on numerous occasions via email that I am willing to pay the debt. If I can get someone to contact me.The Hawthorne apartments were greatly mismanaged. And I could go into depth but most of that doesnt fall on wonderdog. However, they seemed to stay in line with their process. I had a great relationship with previous property management, and they knew I was being stalked and having difficulty with payments, which they understood and worked with me. One month after wonderdog took over I received notice to move out. The unit had false carbon monoxide alarms that required all tenants to vacate around once a month. Im sure you can find records with the Multnomah county fire department.They never sent me an itemized bill after move out or any bill at all. I am locked out of the payment portal and cannot make payments, nor can I get in contact with anyone in the building. I also was charged an additional 1299 dollars for moving out without notice, when I did give notice.I cannot verify , but I do believe they blocked my email address , due to getting several error messages after the last attempt to contact.I just want to pay my debt so Im not 26 living with my mom, and I cannot reach anyone so this is my last ditch attempt before I attempt to contact the owner of wonderdog management and the owner of the Hawthorne via mail. I had to go to the lengths of requesting this information from Multnomah county records.I estimated my move out would be around 4500 and the pay portal says over ***** and I have no way to pay them.

  

  Business Response

  Date: 02/13/2024

  This former tenant is in collections. we are not allowed, by law, to communicate with her. 

  

  Business Response

  Date: 03/05/2024

  This case is currently in litigation.

• Initial Complaint

  Date:08/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have lived at Sterling Park apartments in ****** which is managed by Wonder Dog Management since June 23rd 2023. Since I moved in I have filed 2 maintenance requests on their portal and 1 maintenance request by phone. I have not had any correspondence from any of my maintenance requests and have heard nothing and no actions have been taken. The outside balcony on my upstairs unit has rotting wood and is falling apart the wood is coming apart from the structure. I have 2 kids under 3 years old and they like to go out on the balcony with adult supervision and this is a hazard to their safety which I've complained about since the beginning and yet no action has been taken. I've also been complaing about my disposal in my kitchen sink which is broken and hasn't worked since I've moved in and it's starting to clog my sink and it's becoming a big problem that I feel could be easily fixed if the apartment cared. And i was told i would get a key for my outside storage and still since the day i moved in nothing. Also since I've moved in I've seen cockroaches in the kitchen and have found hatched eggs inside the outlets and I've also complained about this and no action has been taken and not even a word has been said to me. I pay the rent and pay for renters insurance and with the price of the rent I feel that the apartment and maintenance should actually do something to address the problems I've been complaining about since day one. I have 1 daughter that is 2 and a half and my other daughter is 6 months I think they should have a clean living environment free from pests and safety hazards to live in. I've also took the initiative to buy ***** traps but the problem still persists and I don't know if other tenants in my building have this pest issue but without a doubt I've found them in my unit. I would just like some kind of action any action to be taken to fix these issues.

  

  Business Response

  Date: 09/18/2023

  I will forward to compliant to the property Manger of the Apt. bldg., who can place an order for pest control. 

• Initial Complaint

  Date:03/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was penalized monetarily for mistakes made by management who were fired and replaced while I was a tenant. October's rent 2022 was late due a duplicate entered previous months payment by ******- resulting in a zero balance on my online portal. I was travelling and unable to make the payment as my ledger said nothing was due. More than a week in advance of the rent due date for November, I contacted the office via phone and email to correct the issue. Multiple attempts were made on my part to resolve the duplicate payment so I could pay on time. ***** responded saying that she could not handle this issue but would report it to her manager. I waited and a call never came, nor any other form of communication. The following month for December came and my account was still incorrect and I paid it anyway and called asking to be contacted to rectify the situation. I paid every other month of rent on time. I sent over 15 emails and 10 calls over multiple months. No response. I took time off work to go to the office in January to clear up the issue. The manager Joanna dismissed me from the office after raising her voice to me and turned me away without resolution or answers to why I have not been contacted. The management is now saying that I was late every month after December even though I have dated receipts for money orders which were turned in to the drop box on the dates they were purchased. My account ledger is incorrect. This business is not taking accountability for the mistakes of previous staff and holding me financially responsible. I have made every attempt possible to work with this business and am being refused service by this business. I moved out in February after paying my rent on 2/4 before more issues arose. I request the late fees for the months of December 2022 to February 2023 to be reversed as this is all caused by the lack of communication and error on behalf of the previous office staff. I also request to be contacted with an apology.

  

  Business Response

  Date: 03/24/2023

  To whom it may concern,
  

  Wonder Dog Management serves as the Managing Agent for Powell Court Apartments or San Conrado Company, LP.  Please accept this letter as an official response regarding the Better Business Bureau complaint #196****0. submitted on March 20th, 2023.
  

  In October of 2022 there was an administrative error made by a member of our onsite team which unfortunately resulted in the resident’s rent being late. After discussing the matter with this previous resident on March 20th, 2023, our team has reversed the late fee which was incorrectly assessed to the resident’s account.
  

  Residents are responsible for paying their rent, utilities, and all other charges on time as outlined in their lease; if these are not paid on time, they are subject to receive late fees. This has been communicated to the resident multiple times in conversations which occurred from December 2022-March 2023.
  

  In December, this previous resident did come into the office and spoke with multiple members of our onsite team asking for all late fees to be reversed. Our onsite team explained that the resident is responsible for all fees incurred based on all late payments (other than the one fee in October which was previously mentioned). The previous resident raised her voice at our team and was therefore asked to leave the office. The onsite team promptly reached out to their Portfolio Manager regarding the situation, the Portfolio Manager then reached out to the previous resident but did not hear back.
  

  This resident’s ledger has been reviewed by the property’s Portfolio Manager and it has been confirmed that they continued to pay their rent and utilities late. The previous resident has not provided any form of proof that these payments were made on time. Money orders do have a date for when they are issued, but these dates cannot indicate when payment was dropped off. The issued dates on the money orders do not align with when our onsite team reported receiving these payments. For the months which they were late, they have been correctly charged late fee penalties in accordance with their lease agreement.
  

  If you have any further questions, you can reach me by email, or the number listed below.
  

  ******** *********
  *********@wonderdogmanagement.com
  ###-###-####

  Customer Answer

  Date: 03/24/2023

   I am rejecting this response because:
  I attempted to correct the issue in October when the issue occurred. I did not receive any communication from the management regarding the issue until I went in person in December to speak to a manager. The manager raised their voice to me and dismissed me before I was able to communicate the extent of the issue. I do not have any email communication or voice mails from any member of staff ot management. I have paid every rent and utility amount on time since the mistake on behalf of the management in October, not to include the late fees added on time. The management continued to apply my payments backwards towards fees I did not owe, therefore making the ledger on the account seem to be perpetually late. The money orders have a receipt with the address of the place purchased which is in the same neighborhood as the business. These money orders were dropped off on the dates they were purchased, on the weekend which in our contract states that the drop box can be used for permissible payment of rent and the dates on the money order should be honored. I was not contacted by the portfolio manager until I moved out. I made this decision mostly in part to this extreme lengths this business went to avoid this issue to increase revenue and lack of accountability and communication. The following month of Novemeber, because of this mistake, made it look like I did not have a balance to pay online. The service this business provides for payment online was not correct, which again, is the responsibility of the business.  I gave the business more than a weeks notice for assisting in correcting it when I first noticed the problem in October. This service is how I pay my rent and was one of the only reasons I moved in here. I bought money orders and attempted communication in multiple forms and never received a response. In wasn't until December, which I had money orders in hand with dates to prove, that the management caught on to this issue and started charging me fees. I had to take time off from work to go in to the office to get any chance at speaking to a manager.  This business is trying to earn money off me from their predecessor's mistake. This business applied my entire security deposit, only half of which was for repairs made to the unit, in fees I never would have owed if I was contacted in a timely fashion for the month of October which the issue took place. This issue should have been more than settled after my deposit was taken. 

  
  

• Initial Complaint

  Date:10/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Apartment complex has a roach infestation , gaps in from door, painted over and sparking wall outlets. Code enforcement has been involved but issues remain unresolved. There is no manager on property.

  

  Business Response

  Date: 10/11/2022

  Hello,

  
  

  Thank you for forwarding me this complaint.

  
  

  We do have an employee that lives on-site at the property.  He has resided at the property since November 9, 2022.

  
  

  I am aware that she has contacted code enforcement.  We have been in contact with them.  Code enforcement has closed her case and found that we are in compliance with all areas of her complaint.

  
  

  The weather striping on the front door was marked as acceptable at the time of her move-in.  To ensure that it is working properly, it was replaced on 10/10/2022.

  
  

  We inspected all outlets in the apartment and found them all to be operating properly.  Upon inspection of the outlets, we  found one outlet that was slightly lose so it was replaced as a precaution.

  
  

  None of her neighbors have reported that they have a pest control/roach problem.  The property has a complimentary pest control service each month.  As requested, her unit was treated for roaches on 10/7/2022.  The tenant has place tape through out her cabinets which can make treatment not as effective.  When the on-site staff inspected the unit on 10/10/2022 there were no signs of roach activity.

  
  

  Don't hesitate to let me know if you have any questions.

  
  

  *******

• Initial Complaint

  Date:08/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently moved from The Avenue apartment located at *** E ****** Dr, San ******, CA *****.After leaving there for at least a year. My problem has arisen as a result of lack of communication, between the current manager, Wonder Dog Management and myself. I have raised some concerns with them regarding charging me for extra services that i had asked about before leaving the premises. I have tried calling the apartment complex and Wonder Dog Management on several occasions. Left voicemails and up until today, I have not received any communication from Wonder Dog management. The apartment manager Ms. Carolina Herrera has not been of help too. She has been able to answer a few of my calls, but for the most part she never answers or replies to my calls, emails, voicemails etc. I have been trying for the last few weeks to get a resolution on this matter. The fact that i was charged for items that i personally feel that i shouldn't have been charged for. I had a conversation with the current property manager Ms. Carolina Herrera, before leaving. I asked if there were things i could do to be able to get at least some of my deposit back. She told me no, hence another reason i am here. They went ahead and charged me over priced fees amounting to an extra $326.03, for services such as cleaning and paint from my original deposit of $500. I have seen a myriad of complains from other previous residents regarding Wonder Dog Management. I believe it is a high time something needs to be done asap. To prevent other residents from going through the same ordeal. I feel that they over charge the residents and then refuse to answer any calls, emails etc. when someone calls to complain to them. I have attached a few documents that shows the few times that i had a successful communication with the property manager. Until today, I have not received a call back with a resolution from my complaints to them. This is unscrupulous and i would like some resolution between me and them.

  

  Business Response

  Date: 08/16/2022

  To whom it may concern,

    Wonder Dog Management serves as the Managing Agent for The Avenue at San ****** Apartments, or San Juan Diego Company, LP.  Please accept this letter as an official response regarding the Better Business Bureau complaint #176***03. submitted on August 9^th, 2022.

    Our onsite team has reported that they have responded to this complainant and answered any questions presented. We have no record of the complainant leaving voicemails for our Resident Relations department or Wonder Dog Management directly.

    When assessing move out charges, we charge in compliance with the resident’s lease agreement as well as any landlord tenant laws. We also charge for true costs of work or replacement, so there are no overcharges involved. When there is an invoice for work of over $100, these are always sent to the previous resident.

  If resident have concerns regarding their final accounting and they believe they have not been resolved by the property manager, they can send a detailed email of their complaint to *****************@wonderdogmanagement.com for additional assistance.

  If you have any further questions, you can reach me by email, or the number listed below.

   

  ******** *********

  Operations Manager

  Wonder Dog Management

  **** E. ***** Chino #**-***

  Palm Springs, CA *****

  ###-###-####

  *********@WonderDogManagement.com

  Customer Answer

  Date: 08/17/2022

  I am rejecting this response because:  

  Based on a few things that I would like to clear out. 

           Please see email communication between me and current property manager.

  I did reach out to the property manager on multiple occasions to try and assist me in resolving some of my concerns.

  I reached out to her through text, calls and email as seen on the attached attachments.

   

  Per her last email dated Friday July 22, 2022 11:40AM. She informed me that, she will be reaching out to her supervisor then get back to me.

  Which has not happened up until now as I am writing this response email.

  The notion that they did not receive any of my voicemails is mind blowing. 

  Unless the number listed on the deposit disposition document issued to us was wrong.

  Can Wonderdog Management verify the number ###-###-#### in the disposition letter is the right number?

  If so why has does nobody from Wonderdog Management answer any of the calls or voicemails left behind?

  
  

  ****Question to Wonderdog Management

  1. Why haven't they responded to any of my concerns sent to them through the property manager?

  2. Why hasn't the property manager not followed back on her last email dated Friday July 22, 2022 at 11:40AM?

  3. Why is the following email *****************@wonderdogmanagement.com not shown on the original deposit disposition statement?

  4. Why didn't the manager issue us with this email when i needed it ?

  5. Why didn't Wonderdog Management reach out to me regarding the debt, before sending it to collections?

  
  

  Please see attached excel call log spreadsheet with accurate date and time when each call was made and voicemail left.

  
  

  Let me know if you have any questions.